Menu

ITSM Transformation at an International Industrial Group

Netpoint successfully migrated an international industrial group’s existing multi-tenant ServiceNow environment to a standalone single-instance environment in just four months.
Through process harmonization, CMDB cleanup, and modernized role and interface structures, a significantly more stable and future-proof ITSM architecture was created.
The new environment reduced licensing costs, increased transparency, and will give the customer greater flexibility in implementing new requirements in the future.

The challenge

A global industrial group faced the challenge of moving away from the Netpoint Shared Service ServiceNow instance with domain separation that it had been using and migrating to a standalone ServiceNow environment. In the previous standard ITSM environment, specific changes could only be made uniformly for all customers, which significantly limited the ability to tailor the system to individual needs. At the same time, there was a clear need for modernization in both the processes and the underlying data structures. This was compounded by a critical time window due to expiring contractual terms. The customer also expected a smooth global go-live within a very tight project timeline.

The solution

Netpoint implemented a completely new architectural model, consolidated existing processes, and successfully completed the technical migration. This included, among other things, the cleanup and migration of the CMDB, the harmonization of the role model, and the modernization of central interfaces and identity solutions. During the course of the project, the user acceptance testing (UAT) phase posed a particular challenge. To ensure the project’s progress nonetheless, a Go-to-Green initiative was launched. As part of this initiative, RAID management was intensified, regular coordination meetings for progress monitoring and prioritization were introduced, and collaboration with internal IT stakeholders and external service providers was closely coordinated. This stabilized the critical project path and reliably secured the planned go-live date.

The result

The new ServiceNow instance went live on schedule in the fourth quarter of 2025. The subsequent hypercare phase was successfully completed in early 2026 without any critical incidents. The smoke test was also successful, with no P1 tickets arising. Existing processes were migrated to the new instance and implemented there. Additionally, a CMDB import from the inventory tool was set up, and the underlying data was cleaned up. At the same time, interfaces were stabilized and technically optimized. The migration reduced licensing costs through the use of optimized licensing models. At the same time, the customer benefited from significantly improved transparency as well as expanded permissions and usage options within the platform. The new environment also enables the use of current release versions and the addition of new modules within a single instance. Overall, this resulted in significantly greater flexibility in the customized implementation of new requirements.

Further projects:

IT carve-out and cloud migration

The IT carve-out and cloud migration were successfully implemented within seven months, with minimal disruption to business operations.
Read case study

Global SD-WAN for international luxury food manufacturer

The implementation of SD-WAN technology has significantly reduced operating costs and increased the efficiency of the network lines by up to 30%.
Read case study

AI-supported WLAN for the industrial sector

Thanks to intuitive, QR code-based installation, the new WLAN solution was introduced quickly and smoothly.
Read case study

Do you have questions about this project?

Frank Bender

Talk to our project manager at

Frank Bender
Global Account Manager

Contact us

Contact us

Our support is available 24 hours a day, 7 days a week, 365 days a year. Our support is available 24 hours a day, 7 days a week, 365 days a year. Our support is available 24 hours a day, 7 days a week, 365 days a year.